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Hospitality …. Mountaineer Style. Symptoms of Today’s Business Challenges. Organization Stress Shrinking Brand Loyalty Increased Price Sensitivity Heightened Competition Increasing Customer Knowledge Demanding Customers. Today’s Economy is Coming Back …but not like it was.

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hospitality

Hospitality…

Mountaineer Style

slide2

Symptoms of Today’s Business Challenges

  • Organization Stress
  • Shrinking Brand Loyalty
  • Increased Price Sensitivity
  • Heightened Competition
  • Increasing Customer Knowledge
  • Demanding Customers
today s economy is coming back but not like it was
Today’s Economy is Coming Back …but not like it was

Will today’s customer buy from you or your competition?

today s customers are keeping score
Today’s Customers Are Keeping Score

...and sharing their scores!

why we give bad service
Why We Give Bad Service
  • We don’t understand the purpose of being in business.
  • We don’t understand customers.
  • We don’t understand what business we’re in.

You aren’t in the coffee business serving people.

You’re in the people business

serving coffee.

Howard Schultz, Starbucks

it s a choice
It’s a Choice
  • You can create GREAT service if you want to – but you have to WANT TO.
  • However, you have to give up your excuses first.
  • Ask yourselves this question: Why aren’t we giving it all we’ve got?
  • Decide to put some OOMPH into your
  • ordinary!
service cycle
Service Cycle
  • Service is a process…not an event!The beginning of the customer relationship impacts the ending.How many hands do your customers pass through in the service cycle?
start with1
Start with

The right people

How about me?

customer service is
Customer Service Is…

Attitude

Technique

what is customer service attitude
What Is Customer Service Attitude?

The inherent ability to look at every

Customer interaction as an opportunity

to create a smooth, seamless and

memorable service experience.

the people who represent your business
The People Who Represent Your Business...
  • Have to genuinely enjoy people
  • Must be active, energetic, outgoing
  • Must be willing to serve
  • Must demonstrate a sense of urgency
  • Must have non-discriminatory attitudes about other people
it s not easy to teach someone to
It’s Not Easy To Teach Someone to…
  • smile
  • be friendly
  • want to serve
  • be personable
  • What you can do is hire people who have those qualities and then teach them about your products, services, expectations and service culture.
five core principles of customer care
Five Core Principles Of Customer Care
  • To customers, frontline representatives ARE your company.
  • Employee Satisfaction Matters; directly impacts employees’ service to customers
  • Show customers they are valued…never assume.
  • Internal customer care is as important as external customer care.
  • Train your staff to deliver great service – and hold them accountable.
principle 1 to customers frontline representatives are your company
Principle #1: To Customers, Frontline Representatives ARE Your Company.
  • Do frontline employees view themselves as ambassadors?
  • Are they trained in communication skills?
  • Are they empowered to satisfy the customer on-the-spot?
  • Are you aware of the various customer touch- points that occur in your organization?
slide21

"An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success.“Stephen R. Covey, Principle - Centered Leadership

principle 2 employee satisfaction matters directly impacts employees service to customers
Principle #2: Employee Satisfaction Matters – Directly Impacts Employees’ Service To Customers
  • What is the turnover rate for our customer-facing employees?
  • How do you measure employee satisfaction and motivation?
  • When employee satisfaction is low, what do you do about it?
  • Do performance issues in your organization stem from an employee’s attitude or from his/her skill level?
principle 3 show customers they are valued never assume they know it
Principle # 3: Show Customers They Are Valued. Never Assume They Know It.
  • If you were a customer of your company, would you feel valued?
  • When closing a call or other type of customer transaction, are employees expected to thank customers for their business?
  • Do customer-facing employees understand the importance of earning a customer’s loyalty?
humanize the
Humanize the

Customer Experience

principle 4 internal customer care is as important as external customer care
Principle # 4:Internal Customer Care Is As Important As External Customer Care.
  • Do employees know who their internal customers are?
  • Are employees’ measured on the service they provide to internal customers?
  • Do they recognize that everyone in the organization is a service provider?
principle 5 train your staff to deliver great service and hold them accountable
Principle # 5: Train Your Staff To Deliver Great Service – And Hold Them Accountable.
  • Do employees know what’s expected of them?
  • Do they have the knowledge, skills and competencies to provide great service to internal and external customers?
  • Do supervisors and managers provide regular, constructive and skilled coaching to employees?
  • Are employees rewarded for their success?
bed rock of business success clear expectations for your team
Bed-rock of Business Success…Clear Expectations for Your Team
  • Do they know…
  • what to do?
  • how to do it?
  • why they are doing it?
  • how they will be measured?
  • when you want it done?
  • Do they want to do it for…
  • themselves?
  • your business?
  • your customers?
the telephone is your storefront window
The Telephone Is Your Storefront Window
  • 1st Impressions
  • Answer the “knock at the door” of a ringing phone line
  • Smile in advance
  • Enthusiastic greeting
  • Speak slowly and clearly
  • Give your name
  • Ask: “How may I help you?”
  • Ask if caller can hold…and wait for a response
  • Thank callers
  • Ask: “Is there anything else I can help you with?”
telephone taboos
Telephone Taboos
  • Place callers on hold without asking them first.
  • Place callers on a speaker phone without asking permission first?
  • Eat, drink or chew gum.
  • Hold side-bar conversations
  • Reassure callers
  • Personal phone calls/ text on company time
  • Don’t allow your “foul mood” or your coworkers to carry over
  • Hanging up on a caller first
  • Your company doesn’t return phone calls or voice mail messages. (Call customers back promptly or have calls returned on your behalf.)
  • Rush callers
  • Vent to callers
you cannot not make a first impression
You CANNOT...Not Make A First Impression!

We are judged by people through what we say, how we say it, our body language, facial expressions, our tone of voice, and the way we answer the phone.

Your company is judged by the way your telephone is answered.

slide34

If you only get one chance to make a good first impression how...

enough are you to plan what happens in this important moment?

customer expectations
Customer Expectations
  • Know Me
  • Understand Me
  • Lead Me
  • Help Me
  • Serve Me
  • Respect Me
  • Thank Me
  • Surprise Me

Wouldn’t it be nice to....?

    • Match our associates unknown expectations
  • With our unknown capabilities
senses impact customer perception
Senses Impact Customer Perception

What

Customers See

What

Customers Hear

What Customers

Smell

What Customers

Touch

Will Customers talk + or – about their experience with you?

whose convenience the
WHOSE CONVENIENCE…THE

Customer’s or the Company’s

are you
Are You

HEARING?

slide44

“Executives say that the way their organizations interact with customers will be the greatest challenge in their operations.”

Economist Intelligence Unit – Business 2010

slide45

Your competition is waiting for your customers to become dissatisfied with your lack of customer service.

We will always be defined in the marketplace by what our customers say about us.

jump higher
Jump Higher

Raise the bar

slide47
Rise

To the

be your own
Be Your OWN

COMPETITION

be an enemy of
Be an enemy of

THE STATUS QUO

take aways
Take Aways
  • Creating and Sustaining a Service Culture is not an option, it’s a necessity for survival.
  • When you reduce your sphere of control you can increase your sphere of influence.
  • Demonstrating “The Customer Experience,” starts with YOU!
  • Smash the silos.
  • Knowing and doing are not the same.
  • Take your shoes off before walking in the customer’s shoes.
greater morgantown west virginia
Greater Morgantown West Virginia

Greater Morgantown Convention & Visitors Bureau 1-800-458-7373         1-800-458-7373       • 68 Donley Street, Morgantown, WV 26501

Free Downloads: E-Newsletter, Visitors Guide, DVD Download, E Postcard, 101 Things To Do and 25 Things To Do

slide55

Hospitality…Mountaineer Style

Bring it on!

2092 S. Sherwood Drive, Valdosta, GA 31602

www.fivestarcustomerservice.com

Home: 229/249-0166 – Cell: 229/563-7482 – [email protected]

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